Bvlgari High-End Client Engagement and Experience Manager

About Bvlgari

Founded in Rome in 1884, Bvlgari is one of the world’s most distinctive luxury houses, celebrated for its bold Italian creativity, exceptional craftsmanship, and mastery of jewellery, watches, accessories, fragrances, and hospitality. As an employer, Bvlgari offers a refined, international environment where heritage and innovation meet, inviting talent to contribute to a culture of excellence, entrepreneurial spirit, and client-centric elegance. The Maison values diverse expertise, from artisanal savoir-faire to retail leadership and corporate functions, and encourages professional growth within the wider LVMH ecosystem. Working at Bvlgari means joining a Roman-born brand with a global vision and an enduring passion for beauty.

Role & Responsibilities

• Guide key stores in developing annual engagement plans focused on key, potential, and elevated high-end clients.
• Guide retail teams in identifying engagement opportunities for high-end clients, including birthdays, anniversaries, and private viewings.
• Build and scale retail capabilities to engage ultra-high-net-worth clients effectively, moving away from mass-market selling behaviours.
• Design and own the bespoke annual client experience journey for key high-end stores.
• Map key milestones, activities, and upgrade paths from local to global events for different high-end client tiers.
• Ensure the client journey aligns with commercial high-end objectives while maintaining brand elevation.
• Define, develop, and continuously update the high-end engagement playbook and standard operating procedures, including ice-breaking, storytelling, and follow-up.
• Establish standards for out-of-store high-end engagements, including client visits, third-place meetings, and event receptions.
• Ensure every client touchpoint delivers a consistent, top-tier luxury experience.
• Own the overall experience quality of high-end events, including client flow, narrative rhythm, emotional peaks, and on-site atmosphere.
• Ensure retail teams are briefed, rehearsed, and prepared to deliver seamless client engagement during events.
• Demonstrate client reception when needed, acting as an experience coach.
• Conduct store visits and use feedback from high-end clients and prospects to monitor engagement execution.
• Track and analyse engagement quality metrics, including follow-up rates.
• Provide feedback to retail teams and continually refine engagement standards based on data and insights.

Qualifications

• Bachelor’s degree or above, preferably in Watch and Jewelry, Luxury Retail, Business Development, or a related field.
• Fluent in English.
• Experience in client relationship management within luxury brands; premium retail experience is required.
• Deep experience in the High Jewelry and/or Watch category is highly preferred.
• Proven track record of successful client engagement.
• Ability to integrate global strategy with local insights to formulate clear, executable client development roadmaps.
• Proficiency in client data analysis and the ability to derive actionable insights to guide business decisions.
• Excellent cross-functional collaboration and communication skills, with the ability to work efficiently with HQ, regional teams, boutiques, and peers.
• Deep understanding of the psychology and lifestyle of Chinese high-net-worth individuals, with the ability to build trust-based relationships with top-tier clients.
• Excellent interpersonal and communication skills.
• Strong business acumen.
• Communication, interpersonal sensitivity, customer orientation, impact, negotiation, business awareness, coaching and development, and team-building capabilities.

Skills

Education

Bachelor’s degree or above, preferably in Watch and Jewelry, Luxury Retail, Business Development, or a related field.

Culture

Bvlgari fosters a dynamic, multicultural workplace where Italian heritage, Roman creativity, and exceptional craftsmanship shape every aspect of the employee experience. The Maison encourages entrepreneurship, collaboration, and a passion for excellence, offering teams the opportunity to contribute to a bold luxury vision across jewelry, watches, fragrances, accessories, and hospitality.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.